In a recent Customer Experience Professionals Association (CXPA.org) event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 «The Year of Emotion,» this is a popular topic for Temkin Group.

Here’s a short snippet from my speech, which focuses on The Power of Customer Journey Thinking:

Want more information on Customer Journey Thinking? Check out the post, Five Questions That Drive Customer Journey Thinking.